Associate Director Professional Services

POSITION SUMMARY

The Associate Director is responsible for the successful execution of the technical configuration and coding of ELM professional services projects that are executed by GTS.  The individual manages a team of Development,  Quality Assurance , Data Migration, Training , Scrum Masters and leverage them to deliver projects for our clients. The individual oversees and manages the GTS processes including development (programming), quality assurance, data migration , documentation, delivery management and the overall operations   The candidate focuses on establishing delivery process discipline that ensures scalability, quality, and efficiency including key performance indicators (KPI) and dashboards to provide quality outcome that meets or exceeds client and corporate expectations. This position has a dotted-line reporting structure to the Vice President of Professional Services for ELM and is a member of the ELM Professional Services leadership team.  The position takes functional direction from the US Global Technical Support Leader. 

DUTIES AND RESPONSIBILITIES

Essential Functions:

• Promotes quality GTS operations including training, data migration and project delivery excellence
• Maintains staffing coverage plans to meet contractual requirements
• Develops operational improvement initiatives based on KPI metrics across products.
• Develops training plans for Global Technical Support operations
• Manages Customer Escalations/priorities directly
• Coordinates with India and US leadership for scheduling and planning utilization of India based resources
• Manages a common set of best practices for change releases from GTS including quality assurance, testing, documentation, performance benchmarking, etc..
• Works with US GTS leader and product engineering colleagues on the development and continuous improvement of best practices
• Evaluates and measures the effectiveness of processes and procedures for India teams
• Lead and manage (sharing responsibilities with the India and US stakeholders) all dimensions of business, technology and project management, through the software development lifecycle
• Partner with the senior management to expand operations as required and support business expansion and development in the region and identify cost benefit opportunities
• Evaluate core technology/project management/support processes and seek improvement opportunities to streamline and deliver best in class economics
• Partner with the management to create the organizational structure to support operational plans aligned to overall business strategy and objectives 
• Responsible for business and delivery of technology solutions / projects
• Responsible for the effectiveness and performance of the team of developers, testers and support professionals
• Define, build, communicate, and manage clear business metrics to in turn manage employee performance to drive business objectives 
•  Participate in all programs relating to talent attraction, brand and eminence building activities, performance evaluations and career development / performance management
• Lead Change within the respective departments based on changes in business priorities or changes in technology landscape

REQUIREMENTS AND QUALIFICATIONS

Education, Licenses and Certifications:

• Engineering, Information systems or Computer Engineering Bachelor degree required
• MBA preferred

Experience:

• Minimum 8 years experience in software development
• Minimum 20 years of experience in software industry (Preferably Fortune 500 clients)
• Minimum 12 years management experience
• Experience delivering AI transformation and adoption to deliver operational efficiencies and innovation a plus
• Preferably having US working experience

Critical Knowledge, Skills and Abilities Requirements:

• Excellent customer relationship management skills.
• Excellent cross-functional collaboration skills
• Strong team management and employee development skills
• Strong process implementation skills
• Excellent process discipline for continuous improvement.
• Strong presentation & written communication skills
• Knows how to establish support training & competency improvement programs for scalability and quality.
• Knowledge of software development and quality assurance practices
• Certification as a ScrumMaster a plus
• Strong leadership skills with a strong software technical acumen capable of establishing credibility both inside and outside of technical support.
• US onsite project experience

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.